The Dark Side of Online Forums: Understanding Internet Trolls and How Businesses Can Counteract Online Harassment

The Reality of Online Harassment

A woman once sought help on an online forum, only to return and find her post under a vicious attack by other users, intent on tarnishing her reputation, business, and aspirations. This is not an isolated incident. Personal attacks are a daily occurrence on internet forums, with thousands of users subjected to verbal abuse when seeking advice.

People often engage in such behavior due to strong opinions they wish to voice. However, it only takes one inflammatory post to incite others and transform an innocent query into a full-blown online war.

The internet is a melting pot of diverse views, and it's fascinating to see how varied people's tastes, opinions, and reactions can be. However, this diversity can also lead to heated debates, especially when individuals only participate in discussions to express disagreement. Controversial forums tend to attract more attention, making them more appealing to the curious minds of online users.

The Struggle Against Online Harassment

Despite numerous attempts to combat flaming, no definitive solution has been found. Flaming isn't exclusive to forums; discussion groups also grapple with "trolls," a term used to describe individuals who disrupt conversations with irrelevant and abusive messages.

Interestingly, some people seem to thrive on this kind of conflict. There's even a discussion group called alt.flame, specifically created for flame wars. Joining this group is akin to walking into a battlefield, where you're more likely to be crushed and humiliated than welcomed as a friend.

The prevalence of flaming often leads to valuable information and advice being overlooked due to the manner in which it's presented. According to a survey conducted by the Pew Research Center in December 1998, 45% of online users communicate through online forums, discussion lists, and chat groups. However, the freedom of expression that online communication provides also gives rise to those who exploit anonymity for abusive purposes.

Possible Solutions to Online Harassment

While there are no foolproof solutions to flaming, there are strategies that can help mitigate its impact.

• Report the attack to the Internet Service Provider (ISP) of the attacker, which can be identified through their email address. ISPs typically conduct thorough investigations before taking any action.

• Encourage users to register. This can help reduce the number of attacks, although it may also deter potential users who dislike the registration process.

• Appoint a moderator. While finding volunteers can be challenging, moderating a forum can provide exposure and help build relationships with potential customers.

• Encourage self-awareness. Many people may not realize that their posts could be perceived as aggressive or offensive. Encouraging users to review their posts before sending can help foster a more respectful environment.

• Implement strict banning rules. If the penalty for starting a flame war is severe, it could deter potential attackers.

Dealing with Online Attacks

Personal attacks can be particularly damaging for business owners who have been wrongfully attacked and are concerned about their business's reputation. This constitutes business defamation.

To determine if defamation has occurred, refer to the checklist provided in the article "Online Business Defamation: How to Respond to Cybersmearing." If your business has suffered a loss due to defamation, you can follow the legal steps outlined in the "Checklist for Online Business Defamation Matters" section of the same article.

While there are currently no laws that penalize forum owners and moderators for allowing flame wars in the US, UK, or any other country, the search for effective solutions continues.